ServiceNow Business Analyst – Sales & Order Management

ServiceNow Business Analyst – Sales & Order Management

Location : India (Hybrid or Remote)

Salary : Up to 38 LPA

Type : Full-Time

Start Date : ASAP

About the Role

We are seeking an experienced ServiceNow Business Analyst to join a large-scale digital transformation programme focused on enhancing and deploying ServiceNow Sales & Order Management capabilities. This role is ideal for someone who thrives in complex enterprise environments, enjoys working with cross-functional teams, and has a strong understanding of order capture, fulfilment workflows, and ServiceNow best practices.

Key Responsibilities

Lead detailed requirements gathering for ServiceNow SOM , including order capture, fulfilment orchestration, task decomposition, product models, and workflow automation.

Translate business needs into clear user stories, acceptance criteria, process flows, and functional specifications.

Collaborate with architects, developers, and product owners to ensure solution alignment with out-of-the-box ServiceNow functionality.

Support configuration, testing, UAT, and deployment activities, ensuring seamless delivery and stakeholder alignment.

Conduct gap analysis and identify opportunities for process optimisation across the order lifecycle.

Facilitate workshops, playback sessions, and stakeholder discussions to validate requirements and solution design.

Maintain documentation, traceability matrices, and ensure compliance with governance and delivery frameworks.

Essential Skills & Experience

3–6+ years of experience as a Business Analyst on ServiceNow implementations.

Strong working knowledge of Sales & Order Management (SOM)

Hands-on experience with service catalogues, product models, order configuration, and fulfilment processes.

Proven ability to write high-quality BRDs, FRDs, user stories, process maps, and acceptance criteria.

Strong stakeholder management skills with experience running workshops in large enterprise environments.

Familiarity with integrations, data flows, and APIs within ServiceNow.

Understanding of Agile delivery methodologies.

Nice-to-Have

ServiceNow certifications (CSM, SOM, BA, CSA)

Experience with CPQ, telecom order orchestration, or complex fulfilment ecosystems

Exposure to global delivery models and cross-regional collaboration